Topics Analysis in UK train companies reviews

What are the topics discussed in UK train companies reviews on Trustpilot ?

What could UK train companies learn from this to improve their services ?

Table of Contents

Imports

Import packages

Import and clean data

Do we have enough data to answer the question ?

We don't have recent reviews, we need recent reviews to be able to analyse relevant topics for the customer and to answer the business question. Let's scrap all the reviews for each uk train company on trustpilot

Import and clean scraped data

Do we have enough data to answer the question ?

Now we have 2 times more data and we have recent reviews, let's start the analysis.

Exploration data analysis

Number of reviews per train company

We can observe that some companies get a lot more reviews than others.

Rating stars

We can see that most reviews are bad reviews. We can also see that people are most likely to give an extreme rating.

Ratings per company

Every companies have mostly bad reviews. On the other hand, some companies are slightly better reviewed like gwr.

Latent Dirichlet Allocation on every reviews

LDA

Visualization

Wordcloud per topic

Wordcounts of topic words

Most discussed topics in reviews

Topics dicriminated by positive and negative reviews

In order to have more informational topics, we discriminate positive reviews and negative reviews

Positive reviews

LDA on positive reviews

Visualizations

Negative reviews

LDA on negative reviews

Visualizations

Evolution of topics over time

We can see of the above plot that there are a lot of recent reviews but fewer reviews as we go to the past.

Train LDA for each time period on positive and negative reviews

To analyse the evolution of topics over time, we will run a LDA on each time period (independantly on positive and negative reviews) we want to emphasize. Here we choose3 time periods :

Visualize results

Evolution of words importance per topic

Positive reviews
Negative reviews

Evolution of most discussed topics

Positive reviews
Negative reviews

Wordclouds evolution

Positive reviews
Negative reviews

Export PyLDAVis

Positive Reviews
Negative Reviews

Advices to UK train companies

Further improvements